How can I change the requester in a ticket on the Agent Workspace while preventing future tickets from being created from the updated requester?
When should I update the requester?
You should only update the requester in the Zendesk Agent Workspace if you want to switch channels from messaging to email to reach out to customers.
Requester switching is not supported within messaging. If you switch requesters on a messaging channel, the original requester is the one receiving the messages.
What happens when requesters are updated in Agent workspace?
After a messaging ticket is created on the Zendesk Agent Workspace and an agent updates the requester to another user while a chat is ongoing, all subsequent tickets from both the original requester and updated requester will be attributed to the latter.
To illustrate this
- User A sends a message and ticket A is created.
- Agent updates the requester in ticket A to user B.
- User A sends a message before the chat has ended.
- Message from user A persists on ticket A.
- Ticket A is closed.
- User A sends a new message.
- Ticket B is created with the requester as user B.
How can this be prevented?
To prevent future tickets from user A to be created with the requester as user B, have your agents end the chat before updating the requester.
How do I end a chat?
For customers using chat in the Agent Workspace:
- Visitor idle timeout.
- Visitor ends chat.
- Agent ends the chat.
For more information, see this article: When do chats time out?
For customers using messaging in the Agent Workspace:
- Visitor idle-timeout, which is 20 minutes for messaging.
- Agent sets ticket status to pending, on-hold, or solved. Note that open status does not end the chat.
- Tickets are closed or deleted.
For more information, see this article: Receiving and sending messages in the Zendesk Agent Workspace.